Technical Account Manager

Fortinet; Burnaby; On-site; CAD 104,000 - 128,000; Full time

Benefits offered by this job

100% company paid medical, dental, and vision coverage

Health Spending Account

Personal Spending Account

Employee & Family Assistance Plan

Group Registered Retirement Savings Plan with company match

Competitive Paid Time Off

Job summary

Fortinet is seeking a Technical Account Manager based in Burnaby, Canada, who will be the primary technical contact for our premium customers. In this role, you will have the opportunity to develop your skills in network security while delivering technical support and education to customers.

The position requires a minimum of five years of relevant experience, strong network security expertise, and excellent customer service skills. Fortinet offers a competitive salary range of $104,000 - $128,000 annually along with comprehensive benefits.

Qualifications

• Minimum of five years relevant professional experience preferably in the network industry.
• Willing to travel.

Responsibilities

• Deliver technical support for premium customers.
• Collect and analyze configuration and network information.
• Educate customers on network and product knowledge.
• Conduct weekly status conference calls with customers.
• Manage technical cases until closure.

Skills

Network security experience

Strong customer service orientation

Strong communication skills

Scripting experience

Windows server app experience

CCNA/CCNP/CCIE/CISSP certifications

Education

Bachelor's degree or relevant experience

Tools

MS Word

PowerPoint

Excel

Job description

Job Description

As a Technical Account Manager, you will be the primary technical contact delivering technical support for our premium customers. This is a superb opportunity to learn all aspects of Fortinet products in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

Job Responsibilities

• Collection, analysis and change recommendations of configuration information
• Collection and analysis of customer network information
• Collection and analysis of packet trace information
• Recommend actions based on analysis
• Customer education (gaps in networking, product knowledge etc)
• Installation and configuration assistance
• Reproduction of customer environments on lab equipment
• Follow up technical cases and manage the right expectation until the closure of the cases
• Conduct weekly status conference calls with customers to report status of open issues and projects.
• Conduct quarterly site visits for your managed accounts.
• Work closely and provide direct technical email and phone support to our customers in the Americas Region (Canada, US, Central and South America)
• Develop best practice deployment and troubleshooting methodology documentation.
• Analysis of support request, completion of requests for information and documentation
• Will exercise independent judgment in methods, techniques and evaluation criteria for obtaining results

Job Skills Required

• Minimum of five years relevant professional experience preferably in the network industry
• Strong network security and routing experiences
• Scripting and Windows server app experience
• Exceptional customer service orientation and strong communications skills
• Proficient with MS Word, PowerPoint, and Excel
• Asset to have CCNA, CCNP, CCIE, and/or CISSP certifications
• Willing to travel

Educational Requirements

• Bachelors degree and/or relevant experience

Salary

The Canada base salary range for this full‑time position is expected to be between $104,000 - $128,000 annually. Wage ranges are based on various factors including the labour market, job type, and job level. Exact salary offers will be determined by factors such as the candidate’s subject knowledge, skill level, qualifications, and experience.

Benefits

Fortinet strives to provide you and your family with a comprehensive benefits package. Benefits eligibility starts on your first day of hire and comprises of 100% company paid medical, dental, and vision coverage, including a Health Spending Account and a Personal Spending Account that gives you flexibility to spend where you need it the most. Our Employee & Family Assistance Plan (EFAP) offers you and your family access to various services like counseling, legal advice, mental health resources etc. We also provide critical illness, disability, and life insurance, as well as a Group Registered Retirement Savings Plan (RRSP) with a company match to help you save faster for retirement. We offer competitive Paid Time Off and flexible leave policies, including paid health days, to help you take care of yourself and your family members. All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at time of hire and annually at the Company’s discretion.

EEO and Accommodations

We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability, please contact us at [e-mail]. Fortinet is an equal opportunity employer. We value diversity in our company, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, military/veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying.